Australian Taxation Officer (ATO) has completed its two-phased deployment of Nuance Communication’s voice biometrics solutions in its call center.
ATO has replaced intrusive security questioning and build stronger customer relationships with taxpayers and enhance authentication.
In addition, ATO becomes the first organisation in Australia to deploy voice biometrics.
Earlier, ATO’s call center agents spent approximately 75,000 hours each year just trying to verify customers over the phone.
Meanwhile, ATO has selected Nuance’s voice biometrics solutions, in partnership with Optus, an existing managed network services provider and Nuance.
The first installation of Nuance’s VocalPassword solution was completed in September 2014 while second-phase of deployment, the implementation of Nuance’s FreeSpeech solution, was completed in April 2015.
The new VocalPassword and FreeSpeech voice biometrics solution provide an added layer of security for ATO customers and helps them to prevent and detect identity theft.
“With Nuance’s voice biometrics solutions, we have introduced a secure, fast and easy way to verify a customer’s identity, providing a greatly improved experience for our customers and for our staff,” said John Dardo, acting deputy commissioner, ATO.
Last year in December, Indian DTH operator Tata Sky deployed Nuance Communications’ speech recognition technology in its contact center.
While, in June 2014, Domino’s Pizza selected Nuance Communications to launch voice ordering services for its iPhone and Android apps.
Shilpa Khatri
